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4. Question No. 1 When an end-user (with no roles in the platform) submits an Incident using the Self-Service interface or Service Portal, Related Search Results automatically display search results from Knowledge Bases and Service Catalogs. These Related Search Results are a form of __________ ? A. Live Agent Intervention B. Incident Avoidance C. Service Marketing D. Incident Deflection Answer: D Question No. 2 Which of the following conditions can be evaluated by Change Management Conflict Detection? Select all that apply. A. Conflicts for all Affected CIs B. Changes scheduled during blackout time periods C. Changes with overlapping schedules assigned to the same resource D. Changes schedule outside of a CI's maintenance window E. Changes scheduled outside of normal business hours Answer: A, B, D Question No. 3 When viewed through a Service Portal, Service Catalog Items may be formatted with a maximum of two columns. A. True B. False Answer: A Question No. 4 XML exports of Knowledge Articles include Text but DO NOT include attachments. A. True B. False Answer: A Question No. 5 In the baseline platform configuration, the appropriate Workflow to be attached to a Change Request is determined based on _________ ? A. The workflow defined on the Change type record B. System properties C. Workflow conditions matching Change request field values

5. D. The workflow field on the change request record Answer: C

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